Posted 23 days ago
InfraOps Support Engineer, Operations Management Center (OMC)
@ Amazon Development Centre Canada ULC - K03
Vancouver, British Columbia
Overview
Amazon Development Centre Canada ULC is hiring a full-time InfraOps Support Engineer for its 24/7 Operations Management Center, which supports networking, audio-visual and print services across its corporate office buildings. The role is a Tier 1 first-line support position that triages incidents, resolves issues using runbooks, and develops a focus area over time. The posting lists base pay of 57,400 to 95,900 CAD annually for Vancouver, with on-call duties and shift work.
Responsibilities:
- Triage incoming incidents within target response times
- Monitor networking, AV and print services via dashboards and alarms
- Resolve Tier 1 issues using runbooks and escalate when needed
- Write runbooks, SOPs and knowledge-base articles
- Mentor junior engineers and participate in on-call rotation
Requirements summary:
- 1+ years Windows Server (AD, DFS, Print Services, SCCM)
- 1+ years troubleshooting in high-availability environments
- 1+ years corporate network and networking (DNS, DHCP, SSL, TCP/IP)
- 1+ years supporting Windows, Mac or Linux in a corporate setting
- High school diploma or equivalent
- Experience supporting video conference equipment is preferred
Tools & skills
Benefits mentioned
Source and dates
Source type not verified · amazon
- Employer posting date
- 2026-10-15
- First seen by our source
- 2026-10-16
- Source record updated
- 2026-11-07
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Entry level |
| Department | IT |
| Experience | 1+ years |
| Hours per week | 40 (estimated) |
| Schedule | holidays, weekends, overnight |
| Travel | air: none · ground: none |
| Work setting | Office, Client sites |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Education | High school (required) |
| Perks mentioned | Generous paid time off, Retirement plan, Performance bonus, Wellness |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Amazon Development Centre Canada ULC - K03
| Field | Value |
|---|---|
| Open jobs on Jobsy | 16 |
Description
The InfraOps Support Engineer is a Tier 1 support engineer in Amazon's Operations Management Center (OMC) - a 24/7/365 team that keeps the technology inside Amazon's 400+ corporate office buildings running across Networking, Audio-Visual (AV), and Print services. This engineer is the first line of response for office-infrastructure incidents.
Operating within the Amazon Support Engineer (SupEng) job family, the engineer provides high-quality support across all three service areas while beginning to develop deep subject-matter expertise in one or more focus areas, for which they become the technical point of contact on their team. They respond, triage and resolve incidents within target times using established procedures, detect trends before they become problems, contribute to and refine the team's operating procedures, and mentor more junior engineers. Success requires the ability to work in a fast-paced, collaborative, shift-based environment.
Key job responsibilities
On a typical shift, an InfraOps Support Engineer will:
1. Monitor, Detect & Triage
Be the first line of response and keep ahead of problems.
Triage incoming incidents (tickets) within defined target response times, using judgment to resolve in place or route to the responsible team.
Use dashboards, alarms, and other tools for Networking, AV, and Print services across the global building fleet, interpreting what those signals indicate to solve incidents.
Detect ongoing trends or emerging problems before they occur and define proactive actions to prevent customer impact.
Assess incident scope and severity, correlate related incidents into a single parent incident, and prioritise work against SLAs.
2. Troubleshoot & Support
Resolve issues and support the team's products and systems.
Provide high-quality Tier 1 support for the products and systems in the team's scope, resolving straightforward problems with limited documentation and minimal escalation.
Support critical issues using existing runbooks; maintain composure through difficult interactions until the issue is resolved.
Perform on-call duties on a rotating schedule and respond to emergent events.
Escalate appropriately when resolution requires significant deviation from procedure or when an issue becomes a risk.
3. Subject-Matter Expertise & Technical Leadership
Grow into the go-to person for a focus area.
Develop and apply expertise in one or more focus areas (e.g., Networking, AV, or Print), acting as the technical point of contact for that area within the team.
Give technical direction to others and impart knowledge to users, customers, and teammates.
Lead internal team projects and deliver on defined goals and timelines.
4. Documentation & Operational Improvement
Improve how the team operates.
Identify areas to improve support documentation and processes, and author new runbooks/SOPs and knowledge-base articles where gaps exist.
Identify improvements to existing and new support tools that increase operational efficiency, and help drive their implementation.
Help develop and refine the operational policies and procedures used by the team.
5. Mentoring & Collaboration
Raise the bar for the team.
Serve as a mentor to junior engineers and act as a training buddy for new hires; may assist in hiring activities.
Maintain good working relationships across Amazon and work cross-functionally with partner teams to solve problems and improve processes.
Communicate infrastructure health and trends clearly, both in real time and as inputs to weekly/monthly business reviews.
Basic Qualifications
- 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
- 1+ years of troubleshooting in a multi-user high availability environment experience
- 1+ years of IT client, server, and network service delivery experience
- 1+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
- 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- 1+ years of supporting and maintaining a corporate network environment experience
- High school diploma, or equivalent
Preferred Qualifications
- 2+ years of computer networking experience, or experience in computer networking
- Experience supporting video conference and teleconference equipment
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in Network protocols like DNS/DHCP/TCP
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.
CAN, BC, Vancouver - 57,400.00 - 95,900.00 CAD annually
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